Connect LabAmazon Connect study

Global Resiliency

What a failover drill has to prove

Learn it in 5 minutes

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About five minutes of reading

A drill that only signs an admin in has not tested a customer call.

Place a call to a number in the distribution group, confirm which Region answered, shift the percentage, and place another call. Sign an agent out and into the other Region. Open a recording and a CTR in the Region that took the call.

Then fail one dependency you added: a Lambda, a prompt, a Lex alias. The replica is only as complete as those dependencies.

  • Write the expected caller experience during the shift.
  • Include the IdP endpoint in the firewall test.
  • Measure the Osaka delay if that is your pair. Do not discover it in an incident.
  • Rollback is a shift back, and you should time it.

Number on this page: Prove 1 call. In each percentage you claim

Visual

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What a failover drill has to prove
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Picture from this room.

Worked example

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  1. Baseline. A call and a CTR.
  2. Shift. 10, then more.
  3. Dependency. Break one Lambda.
  4. Restore. Time the shift back.

What usually goes wrong: A tabletop that never moves a percentage.

Quiz

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Question 1

Which term matches this description? The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.

Show the cited answer

The object that splits telephony and agent sign-in across the two Regions in 10 percent steps. The term is Traffic distribution group.

Set up Connect Customer Global Resiliency - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? The only Regions Global Resiliency links. Osaka is a replica Region for Tokyo, and inbound delivery there can take up to 20 seconds.

Show the cited answer

The only Regions Global Resiliency links. Osaka is a replica Region for Tokyo, and inbound delivery there can take up to 20 seconds. The term is Region pair.

Create a replica of your existing Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Measure the Osaka delay if that is your pair. Do not discover it in an incident.

Show the cited answer

Measure the Osaka delay if that is your pair. Do not discover it in an incident. The term is What a failover drill has to prove (3).

Create a replica of your existing Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Create a replica of your existing Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Global Resiliency The supported multi-Region design. Pairs are us-east-1 with us-west-2, eu-central-1 with eu-west-2, and ap-northeast-1 with ap-northeast-3.
  • Traffic distribution group The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.
  • Replica instance The linked instance created by ReplicateInstance. Flows, users, queues, and profiles are copied. S3 prompts are not.
  • Region pair The only Regions Global Resiliency links. Osaka is a replica Region for Tokyo, and inbound delivery there can take up to 20 seconds.

Mind map

Open the Global Resiliency mind map

Sister technologies

AWS supports one multi-Region pattern. A home-built second instance is not that pattern.

Config and troubleshooting

A tabletop that never moves a percentage.

Global Resiliency uses a traffic distribution group across a supported Region pair. Telephony percentage moves in steps of 10. A second instance you created by hand is not this resource.

TrafficDistributionGroup

CloudFormation study snippet
Resources:
  Pair:
    Type: AWS::Connect::TrafficDistributionGroup
    Properties:
      Name: campus-pair
      InstanceArn: !GetAtt SourceInstance.Arn
      Description: Virginia source with an Oregon replica

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json